"Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest "Knock Your Socks Off" book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a most important new skill - teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less."

While overt prejudice is now much less prevalent than in decades past, subtle prejudice - prejudice that is inconspicuous, indirect, and often unconscious - continues to pervade our society. Laws do not protect against subtle prejudice and, because of its covert nature, it is difficult to observe and frequently goes undetected by both perpetrator and victim. Benign Bigotry uses a fresh format to examine subtle prejudice by addressing six commonly held cultural myths based on assumptions that appear harmless but actually foster discrimination: 'those people all look alike'; 'they must be guilty of something'; 'feminists are man-haters'; 'gays flaunt their sexuality'; 'I'm not a racist, I'm color-blind' and 'affirmative action is reverse racism'. Kristin J. Anderson skillfully relates each of these myths to real world events, emphasizes how errors in individual thinking can affect society at large, and suggests strategies for reducing prejudice in daily life.

While overt prejudice is now much less prevalent than in decades past, subtle prejudice - prejudice that is inconspicuous, indirect, and often unconscious - continues to pervade our society. Laws do not protect against subtle prejudice and, because of its covert nature, it is difficult to observe and frequently goes undetected by both perpetrator and victim. Benign Bigotry uses a fresh format to examine subtle prejudice by addressing six commonly held cultural myths based on assumptions that appear harmless but actually foster discrimination: 'those people all look alike'; 'they must be guilty of something'; 'feminists are man-haters'; 'gays flaunt their sexuality'; 'I'm not a racist, I'm color-blind' and 'affirmative action is reverse racism'. Kristin J. Anderson skillfully relates each of these myths to real world events, emphasizes how errors in individual thinking can affect society at large, and suggests strategies for reducing prejudice in daily life.